Vice President of Global Customer Success

Department： Customer Success / Client Success / Global Operations

Reporting to： Chief Executive Officer (CEO)

Location： USA / Remote / Hybrid

Employment Type： Full-Time

The Vice President of Global Customer Success is a senior executive responsible for leading the company's global customer success strategy, customer lifecycle management, retention initiatives, and long-term customer value creation across multiple regions and business units.

This role works closely with executive leadership and cross-functional teams to ensure customers achieve measurable outcomes, expand their use of the company's products and services, and maintain strong long-term partnerships with the organization.

We are seeking an experienced and customer-focused Vice President of Global Customer Success to lead a high-performing international customer success organization.

This executive role is responsible for building scalable global customer success programs, strengthening customer relationships, improving retention and expansion, and aligning customer success operations with the company's broader strategic and financial objectives.

The VP of Global Customer Success will collaborate closely with sales, product, support, operations, implementation, marketing, and executive leadership to improve customer satisfaction, maximize customer lifetime value, and support sustainable global growth.

• Develop and execute a global customer success strategy aligned with company objectives and regional market needs
• Establish consistent customer success standards, frameworks, and best practices across all regions
• Build scalable programs that support onboarding, adoption, retention, expansion, and advocacy
• Define global customer success KPIs and performance benchmarks
• Ensure customer success strategy supports long-term business growth and recurring revenue goals

• Oversee the full customer lifecycle from onboarding and implementation through adoption, renewal, and expansion
• Improve customer time-to-value and long-term product adoption
• Identify customer health risks and implement proactive success interventions
• Develop strategies to strengthen customer engagement and satisfaction
• Support renewal and expansion planning for strategic accounts

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• Lead initiatives to improve retention, reduce churn, and increase customer lifetime value
• Partner with commercial teams on account growth and expansion opportunities
• Build executive-level relationships with key customers and strategic accounts
• Ensure customers realize measurable business outcomes from the company's products and services
• Develop customer advocacy, reference, and long-term partnership programs

• Lead customer success operations across multiple regions, countries, and business segments
• Standardize operating procedures while allowing flexibility for local market requirements
• Improve coordination among regional teams and global leadership
• Establish reporting structures and governance processes for global customer success
• Monitor regional performance trends and support continuous improvement initiatives

• Partner with sales, product, support, implementation, marketing, operations, finance, and executive leadership
• Share customer insights to influence product development and service improvements
• Align customer success programs with go-to-market and revenue strategies
• Support enterprise-wide initiatives that improve customer experience and business outcomes
• Facilitate effective communication between global customer-facing teams and internal stakeholders

• Lead and develop global customer success leaders, regional managers, and customer-facing teams
• Build a culture of accountability, customer focus, and operational excellence
• Support leadership development, coaching, and succession planning
• Create scalable organizational structures to support international growth
• Promote collaboration, continuous learning, and performance-driven execution

• Bachelor's degree in Business Administration, Management, Communications, Marketing, or a related field
• 15+ years of progressive experience in customer success, client services, account management, customer experience, or related leadership functions
• Proven experience leading global or multi-regional customer success organizations
• Strong executive leadership, communication, and relationship management skills
• Demonstrated success improving retention, adoption, expansion, and customer satisfaction
• Experience partnering with executive leadership and cross-functional business teams
• Ability to build and scale customer success operations in complex, fast-paced environments

• Experience in SaaS, technology, fintech, AI, enterprise software, digital infrastructure, or platform-based businesses
• Experience managing enterprise customers across multiple regions and time zones
• Background in customer lifecycle strategy, renewal management, and expansion programs
• Familiarity with CRM, customer success, and analytics platforms
• Experience leading globally distributed customer success teams
• Proven ability to influence strategy through customer insights and performance data

• Global customer success leadership
• Customer lifecycle management
• Retention and expansion strategy
• Customer health and value realization
• Cross-functional collaboration
• Executive relationship management
• Strategic planning and execution
• Team leadership and organizational development